Key Findings & Highlights:

WNS has for years positioned firmly on a combination of:

• Its domain expertise, including close and detailed process knowledge of industry specific processes, data and operations for which it provides services in each of its major target sectors. For example, WNS was one of the first companies to emphasize the vertical nuances of F&A and include its F&A delivery personnel within a vertical, rather than horizontal, practice. This domain expertise is evident in the proprietary IP that WNS has developed to support its BPS and BPM offerings. The application of automation and intelligent automation has become an increasingly strong emphasis
• What it terms “co-creation”: working closely with clients to identify, understand, and then seek to address their specific pain points or ambitions involving process areas that WNS is touching. WNS also has a reputation with clients for being flexible
• Offshore-based lower cost delivery; WNS was early in expanding delivery in tier 2 cities in India; offshore-based delivery combined with automation Is at the heart of its services.

In recent years, WNS has focused on developing its capabilities to also encompass intelligent automation and research & analytics, and the positioning now has a greater emphasis on operational transformation. This has included a series of specialist acquisitions, including that of Vuram.

With GenAI, WNS emphasizes that:

• Its focus on domain expertise remains a key differentiator for GenAI initiatives in that industry/ domain knowledge will be an important enabler in leveraging GenAI, for example in data selection, model training and utilizing large language models (LLMs) to develop innovative solutions in support of process
• It sees GenAI as a catalyst for driving higher value services and engagement models, moving from headcount-based pricing models to ones based on ownership and accountability for results.

WNS claims to have over 90 GenAI use cases, a large proportion of which are industry specific. In addition, WNS is embedding GenAI capabilities into some of its existing digital assets.

Kipi.ai acquisition

The acquisition in March 2025 of US-based data management services provider Kipi.ai (in a deal valued at $75m - $100m), has extended WNS’ capabilities in data engineering & science, advanced analytics and AI. Kipi brought in 600 personnel, including 450 data engineers, architects, and analysts, with ~600 SnowPro certifications.

Acquisition by Capgemini

In July, Capgemini announced that a $3.3bn offer to acquire WNS had been unanimously accepted by the boards of both companies. For further details and our take on the proposed acquisition, see our take here: Capgemini’s WNS Acquisition Signals Ambition to Lead in Agentic AI-Powered BPS - NelsonHall.

Operational transformation outside the scope of the BPS engagement

For leading BPS providers such as WNS, a significant part of their activity is deploying their operational transformational skills and toolsets for processes that lie outside the scope of their BPS engagement, including in clients’ GCCs. And demand around GCCs is surging. WNS’ capabilities are very relevant here; Capgemini and WNS together will be very strongly positioned for similar GCC opportunities.